Secure, compliant communication for critical services

In blue light and emergency service environments, every interaction matters. Whether it’s a frontline call, a public protection case, or a critical interview, accuracy, security, and accountability are paramount.

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Mission-Critical Communication

Delivering trust, transparency and operational resilience

We understand the challenges of high-pressure, regulated environments. That’s why we work with emergency service organisations to modernise communication systems, streamline investigations, and ensure that frontline teams are fully supported. Whether you’re looking to replace legacy systems, support mobile deployments, or improve performance visibility, Business Systems is your expert partner.

Compliance and Governance

Solving blue light contact centre and interview recording challenges

Secure, Legally-Compliant Interview Recording (IRES) Frontline interview environments require reliable, tamper-proof audio and video

Compliant interview recording

Secure, auditable evidence capture.

Chain of custody & storage integrity

Protect evidence with end-to-end encryption and tamper-proof metadata.

Integration with case management systems

Seamlessly link recordings to digital case files and workflows

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Control Room Modernisation

Modernising control rooms with scalable call recording

Emergency services must reliably capture, audit, and retrieve high-stakes communications across channels

Real-time, multi-channel call recording

Secure capture of voice interactions.

Automated retention policies & secure archiving

Ensure compliance with MoPI, GDPR, and organisational policy

Rapid retrieval & incident reconstruction

Locate and compile recordings within seconds for evidence or training

Interoperability with CAD and incident management systems

Embed call capture into existing workflows.

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Public Engagement

Enabling omnichannel public contact

Today’s public expect flexibility in how they report incidents, share evidence, and engage with services

Omnichannel contact handling

Manage calls, chat, email and SMS from a single platform.

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Workforce Resilience

Optimising workforce engagement & performance in high-stress environments

Supporting emergency service staff with the right tools and insight is critical to morale, safety, and service quality

Workforce management & forecasting

Predict demand and resource accordingly for 999 and non emergency lines

Real-time agent assist & coaching

Help staff navigate high-stress interactions with guided support.

Wellbeing monitoring & burnout prevention

Use analytics to spot fatigue and performance risks early

Post-Incident debrief tools

Review and improve critical call handling and team performance.

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Why Business Systems

Review and improve critical call handling and team performance.

We partner with blue light services to modernise operations through a proven five-stage transformation model—ensuring compliance, service continuity, and future readiness.

01

Discovery

Understanding Operational & Legal Requirements

What We Do:

  • Understanding Operational & Legal Requirements
  • Workflow, policy, and technology audits
  • Prioritised roadmap for secure and compliant communications
02

Design

Tailored Public Safety Communication Solutions

What We Do:

  • IRES-compliant interview workflows
  • Integrated contact handling across voice, radio and digital
  • Built-in compliance and evidence integrity features
03

Deliver

Seamless Implementation & UAT

What We Do:

  • Managed project delivery and change support
  • Staff onboarding for custody, contact centre, and mobile users
  • Test scenarios to ensure evidential standards are met
04

Perform

Real-Time Visibility & Strategic Reviews

What We Do:

  • Reporting dashboards and performance analytics
  • SLA tracking and support KPIs
  • Regular optimisation recommendations
05

Transform

Scaling for the Future of Emergency Services

What We Do:

  • Integration with future cloud platforms
  • Support for new digital policing strategies and legislative changes
  • Innovation roadmap aligned to service priorities

Our other solutions

Relevant Solutions

Our solutions are designed to enhance customer experience, streamline operations, and ensure compliance. Whether you’re looking to leverage AI for automation, optimise workforce management, or implement robust compliance measures, our solutions deliver measurable impact.

Monitoring & compliance

Ensure regulatory compliance and communications governance with industry-leading solutions

Workforce management

Optimise workforce planning and performance to create an engaged, productive contact centre.

Supporting Leeds Building Society with Colleague Engagement

"The Business Systems team really work in partnership with you, as an extension of your team, and they go the extra mile to make sure we are happy and everything fits the brief"

Erweena Humpherson

Operational Optimisation Manager @ Leeds Building Society

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Experian® drive business change and customer retention with Analytics

"Business Systems helped us get the implementation right which was all important because this is not a one-off project; it’s a sustainable step-change to our business process."

Chris Barkataki

Strategy Manager, Experian

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Tier One Bank

Interaction Analytics – Driving Service Excellence

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Equiniti

Equiniti Speech Analytics

"Using Nexidia Speech Analytics has really helped us gain insight into the way our customers interact with us. It has enabled us to really listen to our customers, gain feedback from their calls and enhance our ability to deliver a positive memorable experience."

Gareth Wallis

Continuous Improvement and Insight Manager, Equiniti

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Home Group’s WFM Transformation

"We feel that we have been fully supported by the team at Business Systems. It wasn’t a case of ‘Here you go, plug it in’, I was supported throughout in the implementation phase, and beyond. The whole process has been absolutely fantastic."

Gavin Rogerson

Resource Planning Manager

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Hastings Direct – NICE CXone Cloud Contact Centre Solution

"Business Systems played a vital role in helping Hastings Direct deliver the platform. No other NICE partner could have helped us do what they did."

Lisa Irons

Head of Operational Transformation

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Best in class

We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.

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Expert partner

With decades of industry experience and expertise, we deliver measurable ROI and transformational results.

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Customer-centric

We align every solution with your business objectives, ensuring a seamless experience.

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Compliance first

Our solutions are built to meet the highest regulatory standards.

Frequently Asked Questions (FAQs)

Interview recording technology ensures accurate, secure, and legally admissible evidence capture. It supports transparency, protects both officers and the public, and meets industry standards and evidential requirements.

Our systems integrate with major case management platforms, CAD tools, and digital evidence workflows to streamline operations and maintain a secure chain of custody.

What support does Business Systems provide for IRES implementation?

We offer full project management, training, technical onboarding, and ongoing account management to ensure seamless deployment and long-term value.

Speak to our experts today to discover how Business Systems can help your emergency service organisation modernise communications and interview recording with secure, compliant, and future-ready technology.

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Elevate Customer Experience While Ensuring Compliance

Speak to our experts today and discover how Business Systems can transform your organisation with customer centric solutions that improve CX, improve operational efficiency and support regulatory compliance.

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